Customer Support Manager (Alani) at Celsius

Boca Raton, Florida, United States -

Full Time

Start Date

Immediate

Expiry Date

23 Apr, 26

Salary

0.0

Posted On

23 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Customer Experience, E-commerce, Operational Skills, Project Management, Cross-functional Collaboration, KPI Tracking, Data Analysis, SOP Creation, Training, Attention To Detail, Quality Assurance, Microsoft Office, Communication Skills, Process-driven, Proactive

Industry

Food and Beverage Retail

Description

If you’re reading this on your way from 5am spin class to festival fast-pass, you’re CELSIUS®—an everyday hustler with the essential energy to aim high, live fit, and go the extra mile wherever your goals take you. Joyful by design, sunny by nature, and unapologetically bold. If your bestie has you saved in their phone as “Icon,” you’re Alani Nu—confident, colorful, and bringing main-character energy to every moment. SoCal in your soul, attitude in your stride. If gravity doesn’t stop you and “impossible” sounds more like “dare you,” you’re Rockstar®—a born rebel, raising the bar with mind-body energy and zero compromise. --- Together, we’re Celsius Holdings, Inc.—a global CPG company united by three powerhouse brands and one incredibly talented team. At Celsius, we pride ourselves on empowering our people. Every employee has a stake in our success. We create a collaborative culture built on inclusivity, innovation, and a belief that great ideas can come from anywhere. And we’re on our way to building something bigger: a category where energy isn’t just consumed, it’s lived—where performance meets personality, brand becomes community, and every can crack sparks a statement. This is the future of modern energy. This is Celsius. Ready to take your career to the next level? Join our team and redefine what it means to be energized. CUSTOMER SUPPORT MANAGER (Alani) The Manager, Customer Support oversees and scales day-to-day customer support operations for Alani Nu’s direct-to-consumer business. This role ensures customer inquiries are handled efficiently, service-level standards are consistently met, and the team is prepared to support high-volume periods such as launches and promotions. The Manager owns support workflows, training, documentation, and performance reporting, and works cross-functionally to resolve customer-impacting issues and improve operational efficiency. This role is critical to reducing customer churn, managing support-related costs, and delivering a consistent, high-quality customer experience as the business scales. In-Office: Based full-time at CELSIUS® Headquarters in Boca Raton, FL Travel Requirements: Up to 10% domestic travel. This is not a driving position. People Management Responsibilities: No Role Type: Full-Time 2+ years of experience in Customer Support or Customer Experience within a high-volume CPG or e-commerce environment. Hands-on experience with ticketing systems and e-commerce platforms (Shopify). Strong operational and project management skills with cross-functional collaboration experience. Ability to track support KPIs, analyze trends, and drive improvements in efficiency and customer experience. Experience creating SOPs, training, and onboarding documentation. High attention to detail with strong QA instincts across customer communications and workflows. Proficient in Microsoft Office (Excel, PowerPoint, Word); reporting experience a plus. Strong written and verbal communication skills, including escalation management. Process-driven, proactive, and comfortable in a fast-paced environment. Responsibilities Own the day-to-day DTC Consumer Support function, including operating model, ticket flow, escalations, and overall performance. Lead and optimize the ticket management system, including workflows, automations, macros, AI capabilities, and routing logic to improve efficiency and reduce manual work. Define, monitor, and report on key Customer Support KPIs, including ticket volume, response time, resolution time, backlog, and customer satisfaction. Develop and maintain SOPs, training materials, onboarding documentation, and operational guidelines to ensure consistent execution at scale. Lead launch and promotional readiness by preparing FAQs, workflows, and escalation plans to support high-volume periods. Partner cross-functionally with DTC, E-Commerce, Operations, Fulfillment, Regulatory, and Social teams to identify, escalate, and resolve customer-impacting issues. Collaborate with Legal and Compliance teams to support data privacy and regulatory requirements, including DSAR intake and tracking, cookie consent workflows, and customer-facing privacy policies. Analyze support trends and performance data to reduce repeat issues, improve operational efficiency, and lower ticket volume over time. Ensure response-time standards and service-level expectations are consistently met during both steady-state operations and peak demand periods. Comprehensive Medical, Dental & Vision benefits Long- and short-term disability Life insurance 10 Vacation days per year, subject to accrual policy 11 Company paid holidays 401(k) with Company match Identity theft and legal services The base salary range for this position is dependent on experience and location. The final offer will be determined based on job-related knowledge, skills, and qualifications. This position may be eligible for other compensation, including bonuses and Restricted Stock Units (subject to company plans). We promptly review all applications. Highly qualified candidates will be contacted for interviews. Colorado Applicants: Applications are accepted on an ongoing basis until the position is filled. CELSIUS Holdings, Inc. celebrates diversity and is committed to creating an inclusive environment for all employees. We provide equal employment opportunities (EEO) to all applicants without regard to race, ethnicity, religion, gender identity, sexual orientation, disability status, or any other characteristic protected by applicable laws. If you require accommodations during the application process, please reach out to careers@celsius.com. The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Responsibilities

The Customer Support Manager oversees day-to-day operations for Alani Nu’s direct-to-consumer business, ensuring efficient handling of customer inquiries and meeting service-level standards. This role involves optimizing support workflows and collaborating cross-functionally to resolve customer-impacting issues.